It's just a short post this morning, but based on a real life challenge we're going through right now.
A new roof on a home is no small project, but after writing checks to roofing companies every time it rained, we had no choice. We did our research, chose a company with a great reputation and got things going, but here's my point. If you don't follow-through on your promises, then no matter how good a job you do, your reputation will suffer and future business will eventually be effected.
We live in a relatively small community. My wife is in the Women's Club. Had they done a great job, we both would have told the world. All of the homes in this development have Mediterranean style tile roofs and based on the age of the community, so many of them are going to need replacement over the next few years. This is a potential gold mine for new business.
Although they did a great job on the roof itself, there's no excuse for the lousy follow-through.
With every client you've got an opportunity to build the relationship and in turn, secure business for the future. No matter how small the issue, follow-up with every client as quickly as possible. Look for ways to resolve problems quickly so they don't get blown out of proportion and become business blockers for future clients.
"Statistics suggest that when customers complain, business owners and managers ought to get excited about it.
The complaining customer represents a huge opportunity for more business."
Two Weeks to